Downtime tracking with ServiceDeskPlus? Did anyone try this yet?
We are brainstorming about wether we could use SDP+ to track down time of applications, servers etc. Anyone tried this yet, and if yes, how? Thank you. Jerry Klein
Understanding Sites
Hi! I want to understand using of Sites in SD. I'm working in organisation, that have some sattelites. So, most requests are coming from Head organisation (I'll name it A), and some from sattelites. So I created Site for our sattelite. Do I need to do the same for the A? For example in Configuration => Departments I can see Departments for "Default Settings" (Head) and for sattelite. Does this correct? Do I need to creat standalone Site for Head office? Or may be there is a faq for my quiestions?
Mapping requesters to specific request templates
Is there any way of mapping requesters to a specific request templates in ServiceDesk Plus so they automatically get that specific template when they log in with their credentials? Thanks in advance.
Technician can't see requests created
Hi, i'm new in this soft, to day, a technician tell me: I can't see a request created for attend my computer ! In our config, a technician only can see the requests assigned to him, but how can I do for he can see the requests created on his name as requester ? Thanks for help...
Adding software license asset error.
hi there, I've just tried entering a new software asset by clicking on 'Actions, Add software license' from within a scanned software asset. After entering all the details, I get this: HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Cannot find bean vendorList in scope request org.apache.jasper.runtime.PageContextImpl.doHandlePageException(PageContextImpl.java:825)
Upgrade SDP
Dear All, please i need your help with urgent thing... i install the beta 7.6.0 build 7591 on my production so now i want to download the release 7.6.0 build 7603 i try it but i can't restore the data if i have new installation when i try to uprade it can't please how i can upgrade from this build to that build need your help need manageengine support help i am sure there is a way to do this upgrade... Thanks Alaa
Report Request - All Activity in a day
Hello - Hoping someone can help. Has a query been created, or could one be created to track all activity in all tickets in service desk for the current day? This is a report I have to run at the end of each day - this should include everything, ie new tickets being open, ticket assignments, notes being added, tickets being resolved/closed/assigned, etc. Thanks in advance.
help me understand history of a call terms
I am running the latest SDP build. When I view history of a call I see: Status changed from Open to on hold Time of stop timer changed from N/A to Feb 23, 2010 11:25 AM ISAFTEROVERDUE changed from None to waiting on user to do something What does "ISAFTEROVERDUE" mean? The ticket is not overdue at this point (ticket just created and SLA has not been applied yet to set the due date). When I change status from Open to "On hold" I do not get the "ISAFTEROVERDUE" entry in the history, only when I use
Issue with 'Jump to' feature
I have OpManager installed; however, I don't see anywhere to configure the 'Jump to' link to connect... The link for OpManager points back to SDPlus:port Thoughts?
Windows and Network Scan
I appreciate this topic has come up again and again, but I havent found the answer yet. I have run a number of Windows scans which picks up may 50% of the workstations/laptops and servers in the environment. The other ones we get DCOM errors or a cant connect error. If i run the network scan, it picks up lots more machines, but the erros remain. For example it cannot pick up my machine. Firewall is disabled via GPO, and i have run both the vbs scripts supplied in raised admin rights, but still nothing.
Customising Change control template
Hi, I'm just wondering if there is a way to or any plans to allow Administrators to customise the Change Control Template as you can with the Request Template ? Kind regards, Damian
Leased Asset Dates disappear when asset returned to In Store
Hi, we've just started expanding the use of the asset management function and the lease dates are key for our business. We're using Version 7.5.0 build 7504 and I've noticed that the leasing dates disappears when returning it to In Store. This was raised in Oct-2007 (topic: Leased Assets - How to keep record of lease) with the response that it was being added to the next release. Just wondering if this issue has been fixed? I've searched through enhancements and fix documentation of subsequent
email notifications in CMR, history
Gents, I would like to see the following things in the future releases: 1. Approval History in Change Requests (CMR) No way to know, what were submitted. 2. A lot of things are not added to history in Requests/Problems/CMR: I mean email notifications to user, submitted recommendations for approval, approval history, etc Any changes must be added to history It should be easy fixed 3. !!! Very important Email notification to Requestor, when technician is closed a task in CMR Requestor doesn't know,
Attachment limits
I understand there is a 10 MB attachment limit, however, is there a limit to how many attachments can be added to a work order...size of files being and how many attachments can be added to one request? I am receiving issues when a pdf with 31 KB is added it states "Maximum size of an attachment can be 10MB". This particular one has 2 attachments on the work order itself and 6 more attachments to the Conversation on the work order.
Request for Report
Hi, In SD 7.5 I need to draw a report showing computername+last login (user). It' doesn't seem that the "last logged in" field can be chosen when designing a custom report. How would the Query be in MySQL? /Regards
Associated Requester site not filled in new request created with the API
Since upgrading to the new 7602 release, every new requests created with the API don't have any site specified. It used to automatically associate the newly created request site with the requester's site, and now it does not anymore. Anyone having the same issue? Anyone found a solution for this? Thanks in advance
Probleme when deleting Sites
I am running SDPlus 7604 with MSSQL 2005 I have lot of Sites I want to delete. When trying to delete I get a message that it is used by another Module. I have tried to find those dependencies, but still I get this message. How can I get these Sites deleted?
'Location' field query
I'm trying to use the Query Editor to produce a report that includes the 'Location' field for an asset but I can't seem to find the right combination of table and column names to produce the output desired. I keep getting errors similar to this one in the 'Log' field: The column prefix 'locationDef' does not match with a table name or alias name used in the query. Can anyone help me by defining the correct table name, alias name and/or column prefix to allow my report to run and give me the 'Location'
Merge and Delete
There are some problems with merging and deleting reguests from main view page. Then one of the specialist try to delete or merge requests from main view menu by pressing a button - nothing happens. From request's view everything is all right. I'm trying to delete and add this specialist. He changed his domain password. Updated his java on PC. Tried to delete or merge requests from several diferent PC's. Other technicians can do this! Solution's like reboot SD server are unacceptable. Any suggestions?
Apache Exploit Reported
According to this article, a critical security issue has been identified with Apache versions 2.2.14 and earlier: http://www.senseofsecurity.com.au/advisories/SOS-10-002 Could someone verify which version of Apache is being used by ServiceDesk?
Request types
What's teh difference between a service request and an incident?
Customize Requestor field
Hi, I would like to change some text on the Requestor's home page. Currently, when a requestor goes to submit a ticket the text says "I am having issues with". We would like to change the text to read "I need assistance with". Is this possible and where would we make these changes? Thanks Johnnie Benson SCRA
Upgrade 7514 to Build 7600 fail
HI After update my server the Database are 7514 and the Service Desk are 7600 , Update failed with message only update faild Please Help what can i do to update the service desk to 7600 Greez Markus
how to add favicon
Hi, 1. How to customise the login page" homepage.do" 2. how to add favicon to the page. Regards Chetan V
Asset allocation issues
Hi A lot of my assets are coming up at workstations when they are infact printers, switches or routers, how do I change these, once they are imported into SDP as a workstation by default I can't see how I can change them
After setting tickets resolved, emails from the users dont reopen them.
This used to work until we upgraded to 7603.
Auto Calculation for Warranty
Under Assets, we always go in and modify each product to set what its warranty period is. For example a laptop we just got in has 3 years worth of warranty. It would be nice if SDP would auto-calculate the warranty period, when we put in the acquisition date. So if we put in the acquisition date of 3/1/2010 on a particular asset, then SDP would auto-fill the Warranty Expiry field with 3/1/2013.
SDP Error
Hi, When I tried to access Helpdesk requests today I received the error message in the attached document. I shutdown the SDP server and even reboot the physical server and still receive those messages. I am running SDP 7.6 with the latest service pack.
Solution Error While Sending For Approval
After send approval request for the solution, user can not view the solution detail, is this a bug?
Emails not being sent on Resolved since upgrading to 7604
When setting the Resolved status (either on the Request tab or the Resolution tab) the emails are not being sent to the user. All the configuration is correct as far as I can tell, sending emails works if I just reply to a request, but the notification rule for Resolved doesn't appear to be working.
Using ServiceDesk in a kiosk?
We're hoping to set up a user self-service kiosk so that customers can create tickets when support staff are not available. Has anyone done something like this? We're going to lock the machine down so that only the browser can be used, but I'm not sure how to configure SD+. Should we log into the application with a generic user account? Create a web form and post through the API? Is there a way they can select their own name from the requester box? I'd appreciate any suggestions!
Report for Resolved/Completed Tasks Today
Hi! I wonder can I make sheduled report that will display all requests, that have been resolved and completed today It is necessary for IT Director to view not only completed (because not all requesters will close their requests) but and resolved requests. Thanks for you support
Mass Set Fields on Inventory
We buy a large quantity of computers at one time. Our last batch was 146 workstations. We would find it highly useful if we could select all of these machine types, and mass set fields such as Vendor, Acquisition Date, Purchase cost and possibly more. Its a real pain to click edit for each of these 146 computers.
Search Option
Hi, I feel the search option doesn't give proper results. We are using notes to enter details of logs entered on requests before it is closed. For example, before the request is closed, the techie enters his notes each time as to what he did with the request. But when i go to search for a particular word within a request, i observed that it only looks for the word in the Title or the description fileds. I feel the search should look for the word within any of the fields, like even in notes. Anybody,
why always coming first responce voilated
why always coming first responce voilated
Periodic scan?
I don't understand from the description how a periodic scan works? Is it every X days using the time at which the change is saved?
Email command function in Servicedesk
Build 7.6.04 - I have an issue with the email command facility. If I send an email from my gmail account to servicedesk formatted as follows: Subject is @SDP@ Testing Email Command Message contents: @@Operation=AddRequest@@ @@Group=Test@@ @@Category=Admin@@ @@SubCategory=Record For Info@@ @@Resolution=Recorded for Info@@ @@Priority=Low@@ @@Impact=Affects User@@ @@Urgency=Low@@ @@Status=Closed@@ This all works as it should - I see a new Closed request in my "Test" technician group with all the fields
error:java.lang.ArrayIndexOutOfBoundsException: 1 >= 1
I scan the workstation get this error(Exception msg fetching failure info during workstation discovery: |java.lang.ArrayIndexOutOfBoundsException: 1 >= 1),how can i fix it ?
Getting "null" when logging in
We are testing the product and most test users can log in fine via the web page. One user cannot log in and receives a red "null" instead of the usual "Invalid loginName / password" error. The user's account in AD fine and can log on to other web sites (e.g. OWA) with his credentials. Any thoughts on how to troubleshoot. Tony
Adding more than one client´s e-mail address
Hello, I have a version: 7.6.0 of Service Desk Plus and I need to add more than one address on the client´s e-mail option, so that all requests coming from different users with different e-mail addresses could be recognized as part of the same client, and keeping the software out from creating new clients automatically for each user of the same client that wants to make a request. If it is possible, how can I make that configuration? I already tried to do that by creating an additional field for
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